The Ghana Airports Company Limited (GACL) on Monday launched its Customer Service Week, which forms part of its 10th anniversary celebration.
The celebration, which is being marked from September 25 to 29, is on the theme: “Enhancing Customer Experience”.
Mr John Dekyem Attafuah, the Managing Director of the GACL at the launch, said the event would afford them the opportunity to appreciate their customers and stakeholders, who had stuck with them throughout the years and interact with them.
He said the theme, was chosen because, they believed that delivering a positive customer experience to both internal and external customers, puts them ahead of the competition.
He explained that this would help them avoid unnecessary costs with associated negative public image and unsatisfactory operation standards.
“There is clear evidence in airports all over the world that, increased positive customer experience, is becoming a major driver to airport success and therefore, we must seek to do same,” he stated.
Mr Attafuah said in striving to achieve its mandate, the GACL, had embarked on an elaborate programme aimed at rehabilitating and refurbishing the KIA and the regional airports.
He said all these were geared towards the vision of positioning Ghana as the Preferred Aviation Hub and Leader in Airport Business in West Africa.
He said as infrastructure improves, there was the need for staff and stakeholders to make a difference in service delivery; stating that “In striving for service excellence, GACL has embarked on a Customer Service Excellence programme for all persons working at the airport”.
He said the objective was to help staff and agencies operating with the airport to appreciate the current trends in building a customer-friendly organisation and equip them with the techniques and skills required for excellent customer service delivery.
The Managing Director said: “Every contact with a customer is an opportunity for repeat business; from receptionists to telephone operators, duty officers and managers, baggage facilitators, marshallers and almost every aspect of our operations, affects or determines how our customer view our business dealings with them.
“We are committed to making GACL easy to do business, with, by providing quality, responsive and acceptable services to the public. We want to make sure that we put our customers first in everything that we do.
“This can only be done by understanding what our customers expect of us, and striving for excellence and improvement all the time.
“We will be consistent in the way and manner we deliver our service, by regularly reviewing and monitoring our performance as well as obtaining feedback from our customers,” Mr Attafuah said.
Mr Attafuah said GACL had signed onto the Airports Council International’s Airport Service Quality platform to enable them benchmark themselves with other airports and also measure passenger satisfaction, in a bid to enhance customer service at their airports.
He also took the opportunity to unveil the GACL’s service pledge, which affirms their commitment to customer service; which all stakeholders would be required to sign on.
Mr Charles Hanson Adu, Group Executive, Airports Management, GACL, said customer service was critical to their business; especially in competitive environment that they found themselves in.
“Customer Service is not a department but everyone’s responsibility,” Mr Hanson Adu said.
Mr Eric Prempeh, Manager, Customer Service, appealed to GACL Management, to ensure that the Customer Service Week Celebration became an annual event.